PROJECT

This was one of the larger and more significant UX process mapping projects I've had the opportunity to work on during the past three years. It involved interviewing several departments and conducting customer research.

 

Methodology

We began with mapping sessions and then validated our gathered information by soliciting different points of view from customers.

 

 

Skills

  • Contextual inquiry
  • Affinity mapping
  • Excel  
  • Sketch

 


Problem

Overlapping systems

Our team was tasked with helping to design a new system for on-boarding customers. The old system was complex and involved several different departments. The stakeholders lacked a clear understanding of how things worked outside of their own department so it was tough to get a bird's eye view of the entire system. 

Our goal was to build a comprehensive guide to the existing system then map out where and how things could be improved.

 

Challenges

No established bird's eye view of the existing system


Action

Gathering Information

I worked with the senior UX designer and we jointly held mapping sessions with primary stakeholders. These informal whiteboard sessions helped us to collect process information from a variety of different teams and departments. We were also able to identify overlapping functions.

Customer mapping session

We were able to gather this same information from the customer's perspective, noting all of the major pain points. 

 

Refinement

With this customer journey map in hand, we conducted another stakeholder session which allowed us to gather even more useful process information.

We combined the customer experience with the internal process, to create a detailed map of the on-boarding process from the time the customer makes the decision to buy to the time the product is in use. 

Upon completion of the session, I created a digital version of the whiteboard for reference and sharing in future sessions.

 

 

 Whiteboard after the first mapping session

Whiteboard after the first mapping session

 Second whiteboard session

Second whiteboard session


Results

The completed product was a cohesive visualization of how products, process, departments, and tasks are handed off. It served as a tool to help us know where to start building solutions.